Courtney Ray
College Station,TX
Summary
Versatile professional with 7+ years of experience spanning healthcare, call centers, billing, cash handling, and customer service leadership. Skilled in managing escalations, driving customer retention, leading teams, and optimizing processes for high-impact results. Experienced in hands-on patient care and healthcare administration, bringing both operational expertise and empathy to every role. Currently pursuing a Registered Nurse degree, combining clinical knowledge with proven leadership and customer-focused skills to deliver exceptional outcomes.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Collection Customer Service Representative
State Collections Agency
Remote
11.2024 - Current
- Resolved customer inquiries regarding account balances and payment options.
- Facilitated payment arrangements to enhance customer satisfaction and retention.
- Collaborated with cross-functional teams to streamline collection processes.
- Managed high-volume inbound calls while ensuring compliance with company policies.
- Exceeded monthly targets for both individual collections results and team performance consistently, demonstrating a strong commitment to achieving organizational goals.
- Negotiated settlements within approved guidelines while preserving positive customer relationships whenever possible.
CARE Escalation Manager
Wayfair
02.2023 - 08.2024
- Handled escalated customer inquiries and complaints, consistently achieving a high customer satisfaction rating
- Collaborated with the technical support team to address and resolve complex technical issues
- Acted as a point of escalation for complex customer issues, ensuring timely resolution and customer satisfaction.
Senior Customer Service Representative
Wayfair
11.2022 - 02.2023
- Interact extensively with customers to achieve timely issue resolution while maintaining high standards for call efficiency and order resolution
- Resolved customer issues and inquiries promptly and professionally, earning recognition for outstanding customer satisfaction
- Collaborated with the product development team to relay customer feedback and contribute to product improvements.
Service Associate
Wayfair
09.2021 - 11.2022
- Provides root cause analysis and recommendations to improve customer issues
- Focuses on delivering quality service and ensuring customers, vendors, and patrons' order issues are resolved with ease
- Implemented and maintained call control measures, ensuring a comfortable environment.
Caregiver
Peach Creek assisted living
College Station, Texas
06.2019 - 05.2021
- Assisted elderly clients with activities of daily living such as bathing, dressing and grooming.
- Provided companionship for elderly clients by engaging in conversation and participating in recreational activities.
- Transported clients to doctor appointments and other errands using wheelchair accessible vehicles.
- Monitored vital signs including blood pressure, temperature and pulse rate.
- Prepared meals according to dietary requirements and assisted with feeding when necessary.
- Administered prescribed medications on a timely basis following care plan instructions.
- Maintained accurate records of services provided, changes in client condition, medications administered and other pertinent information.
- Accompanied clients to social events such as movies or plays.
- Assisted with ambulation by providing support during transfers from bed to chair or wheelchair.
- Helped maintain the safety of the client's environment by removing hazards such as rugs or furniture that could cause falls.
- Assured proper nutrition by preparing meals, grocery shopping and monitoring food consumption levels.
- Encouraged independence while promoting self-care skills such as bathing, grooming and toileting needs.
- Provided emotional support for clients who were experiencing depression or anxiety due to their illness or disability.
- Performed light housekeeping tasks related to the client's care such as laundry and changing linens.
- Educated families about available resources for home health care services in the local community.
- Respected the rights of each individual client while maintaining confidentiality of all personal information.
- Developed plans for respite care when needed based on availability of family members or other caregivers.
- Supported bathing, dressing and personal care needs.
- Maintained clean and well-organized environment for client happiness and safety.
- Laundered clothing and bedding to prevent infection.
- Improved patient outlook and daily living through compassionate care.
Private Caregiver
Elaine wagnore
College Station, TX
09.2017 - 01.2018
- Assisted elderly clients with daily activities such as bathing, dressing, grooming and meal preparation.
- Provided companionship to elderly clients by engaging in conversation and accompanying them on errands or outings.
- Transported clients to doctor appointments, grocery stores, and other necessary destinations.
- Monitored vital signs including blood pressure, temperature, pulse rate, respiration rate and glucose levels.
- Developed individualized care plans for each client based on their needs and preferences.
- Improved patient outlook and daily living through compassionate care.
Education
General Educational Development Diploma -
GED
RN BSN - Nursing
Galen College of Nursing
Louisville, KYSkills
- Workforce Management
- Performance Management
- Policy Implementation
- Complex Problem-Solving
- Verbal and written communication
- Customer Relationship Management (CRM)
- Time Management
- Team Leadership
- CPR Certification
- First-aid and CPR
- AED certification
- Infant CPR certified
- Great active listening skills
- Cash counting
- Refund Processing
- Cash Register Operation
- Bill payment
- Cash Handling
- Payment Processing
- Customer Assistance
- Customer Service
- Care Plan Adherence
- Meal Preparation
- Compassionate client care
- Incident Reporting
- Behavioral Management
- Mobility Assistance
- Basic Housekeeping
- Patient Care
- Elderly Care
- COVID-19 Safety Policies
- Disability Support
- Direct Patient Care
- Patient Assessments
- Client Transportation
- PPE Usage
- First aid and safety
- Emotional Support
- Medical record-keeping
- Dementia Care
- Performance Evaluations
- Staff Training and Development
- Works Well Under Pressure
- Call Management
- Computer Skills
- Active Listening
- Crisis Management
- Decision-Making
- Problem-Solving
- Critical Thinking
- Data Entry
- Stress Tolerance
- Information Gathering
- Confidentiality
- Document Management
- Motivational Leadership
- Recordkeeping abilities
- Fraud understanding
- Reliability
- Multitasking
- Professional Demeanor
- Report Writing
- Professional and mature
- Effective Communication
Certification
Notary Public
Certified Med Aide
Timeline
Collection Customer Service Representative
State Collections Agency
11.2024 - Current
CARE Escalation Manager
Wayfair
02.2023 - 08.2024
Senior Customer Service Representative
Wayfair
11.2022 - 02.2023
Service Associate
Wayfair
09.2021 - 11.2022
Caregiver
Peach Creek assisted living
06.2019 - 05.2021
Private Caregiver
Elaine wagnore
09.2017 - 01.2018
General Educational Development Diploma -
GED
RN BSN - Nursing
Galen College of Nursing